topic Re: Ticket owner notification - include last customer reply in Tickets & Conversations

Ticket owner notification - include last customer reply

Joelk — Wed, 27 Dec 2023 00:23:14 GMT

Hi,

When a customer responds to a ticket, I want the ticket owner to get an email notification with the customer's reply. This way, they can easily view the response without having to open HubSpot.

I consider this a fundamental feature for a ticketing system. I've searched through workflows but only found the "last customer reply date." I'm hoping for the actual reply or even the entire email chain.

Am i overlooking something, or does HubSpot simply not offer this basic option?

Re: Ticket owner notification - include last customer reply

kvlschaefer — Wed, 27 Dec 2023 08:41:45 GMT

Hi @Joelk,

Thanks for reaching out to the Community, and for sharing your product feedback! I agree that it would be helpful to have a notification with the customer's reply to a ticket.

We currently recommend using a ticket-based workflow with the ticket property "Last customer reply date". Then you can add an action to send an internal notification to the ticket owner.

I would encourage you to upvote this related idea and add your feedback to the idea thread. Our product team, who monitors the forum regularly, can read your specific use case and understand why this would be a useful functionality or change. Thank you!

Best,

Kristen

Re: Ticket owner notification - include last customer reply

JMeldrum — Mon, 29 Apr 2024 05:51:18 GMT

Hi Joek - Just wondering if you found a work around for this one? I am in the same boat.

Thanks,

Jess